Improvement work restores faith in health care for patient, families

Larry and Sharon Myers got involved in helping improve health care at Regina Qu’Appelle Health Region (RQHR) because they needed a way to make sense of their son’s death.

“It’s part of the healing process,” said Larry, whose son, Cameron, experienced several surgeries and hospitalizations at Regina General Hospital. “It’s also very rewarding.”

The Myers, along with Janet Barber and Doug Schiffner, were representatives on a panel of patients and family members at RQHR’s Semi Annual Review. Panel members were asked to share their health care experiences as well talk about their work as part of a Rapid Process Improvement Workshop (RPIW) team.

The panel, facilitated by Vice President of Quality and Transformation Marlene Smadu, took place at Pasqua Hospital on Sept. 17, the second day of the event. The review is both a showcase of the Region’s improvement work in the first year of RQHR’s Lean journey and an opportunity to learn from other regions and agencies. Included in the audience were leaders from the RQHR, the Ministry of Health, the Saskatchewan Health Quality Council, the province’s health regions, provincial health care agencies and John Black and Associates.

The Myers and Barber noted that many of their frustrations with the health care system were because of a lack of communication. The Myers noted that, for example, they were not informed of a stroke that their son experienced until several days after the fact.

“We were making huge decisions on his behalf and were not given the information we needed,” said Sharon.

Communication is key, said Larry. “We ask that you talk to one another and that you talk to us.

“Every patient is somebody’s son or daughter. Ask yourself, ‘How would you like them to be treated?’”

Barber said that, in one instance, she was excluded from learning about her hospitalized adult son’s care because he had not given consent for the Adult Mental Health Unit to share his information with her. She knows that the policy is intended to protect the patient, but her son was far too ill to provide consent. She felt very much in the dark about his care and was horrified when her son, who was at risk of eloping, left the unit without staff initially noticing and was found in Deer Valley in his pyjamas.

She also said that she experienced communication breakdowns between the hospital and community-based mental health organizations.

“I have often felt that many of the bad experiences involved good people working in a bad system,” said Barber, whose son has been admitted six times to the Adult Mental Health Unit.

Her observation struck a chord with Amy Strudwick, a registered psychiatric nurse and Surgical Kaizen Operations Team member.

“I am part of the system that caused harm to your son,”

said Strudwick, who made the remark during the question-and-answer portion of the event. “It sucks being on the other end, too, when parents phone and ask how their child is doing and you can’t tell them anything. That isn’t right. As a mom, I’m really sorry you had to go through that.”

Barber said she represented the patient/family voice as part of a Rapid Process Improvement Workshop (RPIW) team “because if you’re not part of the solution, you’re part of the problem.” The RPIW in which she participated focused on eliminating cancelled and rescheduled patient appointments with psychiatry.

Barber said, “I found the process quite rewarding and I am honoured to be part of a group making so many changes. I felt I was an equal part of the group.”

The other participants agreed. Said Larry, who with Sharon has advocated for some time for the inclusion of patients and families in daily rounds, “Our previous experiences, although positive, have involved several meetings taking place over several months to resolve issues that these workshops solved over five days.”

Barber noted that since her RPIW experience, she feels “Cautiously optimistic [about the state of the health care system]. We have a long way to go. It’s like asking, ‘How do you eat an elephant?’ One bite at a time.”

About Regina Qu'Appelle Health Region

The Regina Qu’Appelle Health Region is the largest health care delivery system in southern Saskatchewan. We provide tertiary care to residents of Saskatchewan in two provincial hospitals – the Regina General Hospital and the Pasqua Hospital.

Regina Qu’Appelle Health Region offers a full range of hospital, rehabilitation, community and public health, long term care and home care services to meet the needs of more than 260,000 residents living in cities, towns, villages, rural municipalities and First Nation communities within the Region. The Region covers a diverse geographic area of approximately 26,663 square kilometres.

About Better

Technology is the way of the future in medicine and I think this would help everybody – physicians as well as patients!

Dr. Rossouw, Physician, Regina Qu'Appelle

I was encouraged by the electronic concept of providing documentation in the Emergency Department. As a patient advisor, it was a positive experience to work with actual patients to receive patient input and opinions into this process.

Bev Greenfield, patient, Regina Qu'Appelle

This will save us a lot of time spent searching for equipment so that we can focus more on patient care.

Amanda Dela Cruz , LPN, Regina Qu'Appelle

Ordering supplies is logical and simplified…. (This project) will prevent an abundance of supplies that are not used, (resulting in) cost savings.

Shawn Duddridge , RN, Prairie North

I was excited to be part of a much needed project. It was great to see Emergency Department physician engagement. This will be a great improvement for patient care!

Shona Lafreniere Health Records Staff, Regina Qu'Appelle

Looking forward to saving steps and freeing up some time for Resident interaction. Good to be able to document interactions

Connie Redekop, CCA, Cypress

The passion targeted to quality care for our patients demonstrated during this RPIW will lead to great results.

Kevin Kozan, patient, Regina Qu'Appelle

The addition of a mobile stock/linen cart for the CCA’s with adequate stock greatly reduces lost time and steps. Go Team! By adding this time back to their day it can be used for prompt documentation and quality interactions with Residents.

Seccora Mazur, CCA, Cypress

With now having questions to ask, there can be more one on one interactions. With the introduction of the white boards in the room, I can see what is going on as a family member and also see what they need.

Cathy Nault, patient, Cypress

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